SHIPPING & RETURNS
All orders will be reviewed and processed within THREE BUSINESS DAYS (not including date of order). We do not process or ship on Saturdays, Sundays, & Federal Holidays. Then we will proceed with your selected shipping speed.
Once your order has shipped you will receive an email that says "ORDER SHIPPED". This email will contain your tracking information.
Once you receive your tracking number please allow 24 hours to see tracking updates.
If you have questions regarding your shipment/tracking after it has left LUSTROUS LOCKS HAIR COMPANY please contact USPS 800-275-8777. Please have your tracking number and provide it to the customer service representative.
GROUND SHIPPING 5-7 BUSINESS DAYS (FREE)*
STANDARD SHIPPING 3-5 BUSINESS DAYS (FREE OVER $50)
EXPRESS SHIPPING 2-3 BUSINESS DAYS*
(*HAIR SPRAYS (SHINE MIST) MUST GO GROUND SHIPPING)
(*HAIR EXTENSIONS, CLOSURES, FRONTALS, AND WIGS NOT AVAILABLE FOR EXPRESS SHIPPING)
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging WITH ALL ORIGINAL SEALS.
Several types of goods are exempt from being returned. ALL VIRGIN HAIR BUNDLES, CLOSURES, FRONTALS, AND WIGS ARE EXEMPT FROM BEING RETURNED OR EXCHANGED.
Additional non-returnable items:
* Gift cards
There are certain situations where refunds WILL NOT BE granted:
* ANY ITEM THAT HAS BEEN USED
*Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 7 days after delivery
*TO COMPLETE YOUR RETURN, WE REQUIRE AN ORDER OR CONFIRMATION NUMBER FOR PROOF OF PURCHASE.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at CUSTSERV@LUSTROUSLOCKSNYC.COM.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at CUSTSERV@LUSTROUSLOCKSNYC.COM
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should EMAIL US FOR APPROVAL AND RETURN INFORMATION.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.